Vietnam: Supplement the responsibility for handling complaints of the drawee

10:51, 19/10/2016

This is a notable content specified in Circular No. 30/2016/TT-NHNN of the State Bank of Vietnam on amendments to Circulars on provision of payment services and intermediary payment services.

Circular No. 30/2016/TT-NHNN of the State Bank of Vietnam supplements the responsibility to process any trace request or complaint filed by its customer of the drawee, specifically as follows:

- At least two methods of receipt of trace requests and complaints, including via telephone exchange and through the drawee’s offices;

- The drawee shall make a form of trace request or complaint to be used by customers;

- The time limit for which the customer is entitled to file a trace request or complaint shall not shorter than 60 days from the cheque’s presence for payment;

- The time limit for processing the trace request or complaint shall not exceed 30 working days from the receipt of initial trace request or complaint;

- Processing results of trace requests and complaints;

- If the case shows any sign of crime, the drawee shall notify the competent authority in accordance with law on criminal procedures and send a report to the State Bank;

- In the case where the drawee, customer and relevant parties fail to reach an agreement and/or disagree with the processing of trace request or complaint, the dispute shall be settled in accordance with regulations of law.

View more details at Circular No. 30/2016/TT-NHNN of the State Bank of Vietnam, effective from November 28, 2016.

- Thanh Lam -

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